Customer Service jobs in Grande-Bretagne

You will focus your time corresponding with customers via our Customer Relationship Management System, handling a variety of phone calls such as, providing information on journeys, compensation, refunds, and handling complaints.

If you have a passion for providing our customers with an excellent customer experience, you have outstanding IT skills, excellent written and verbal communication skills, and a great telephone manner, then this job could be for you.

• Accept incoming contacts, providing advice and fulfilling customer requirements in an impartial way. Where necessary log call details so that follow up action can be taken, and customer service issues are resolved.
• Ensure that you meet any personal performance targets that may be set and actively participate in any Team goals.
• Participate in the Team Briefing process, ensuring that you become familiar with any changes to your working environment.
• Remain familiar with the contents and how to use any relevant commercial publication and associated database reference sources.
• Become and remain conversant with the features and functionality of any business equipment and software provided for your use.
• Ensure your own personal safety and that of others at all times.
• Participate in correspondence, fulfilment, and data preparation routines.

• Ensure that any event that has or could seriously damage the customer experience is relayed to a CSC Manager.
• Ensure that any changes to ticketing arrangements, procedures or the train service that are discovered in the course of your duty is relayed to your Team Leader promptly.

• CSC Team members, CSC Managers, Head of Customer Contact, Customer Service Directorate and Board
• Colleagues within South Western Railway
• External Professional bodies
• General Public

Previous experience of working in a customer service role is required, with a telephony background being an advantage. Additional skills required:

• Good interpersonal skills.
• Good verbal and written communication skills.
• Good general education.

Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and providesan excellent link between London, Coastal areas and the Isle of Wight.

Shifts average as 5 shifts per week, with Sundays as additional rostered overtime. No shift is longer than 8 hours.
Our opening hours are between 8:00-20:00.

Shift examples are: 08:00-14:00, 12:00-20:00, 10:30-18:30.

Starting salary of £23,669 pro rata per annum plus regional allowance of £519 pro rata per annum.

Asyour knowledge and skills increase, you will have the opportunity to work towards to Advisor level and then Consultant level, provided you pass competency assessments & probation reviews at 3 & 6 months.

Advisor: £25,518 pro rata per annum (after 3 months)

Consultant: £27,612 pro rata per annum (after 6 months)

We also offer avariety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employee
• Free leisure travel for spouse/partner and dependants (criteria dependant)
• 75% discount on many other train operating companies
• Full training and support with development
• Excellent pension scheme

We all belong at SWR.Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

If you require additionalsupport to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.